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Avaya Business telephones

New Jersey Telecommunications Consulting

Administration Mode
Annotate, Intrude, Page
Appearance Config/ Save
Busy Lamp Field Panel BLF
Call Details Panel
Conference Calls
Using Conference Rooms
Directories Configuration
Directory Entry Form
Incoming Call Handling
Incoming Calls Configuration
Keyboard Mapping
Login Form
Main Window Information
Make an Outgoing Call
Overview Getting Started
Parking a call
Park Slots Configuration
Reattempt Transfer
Record a Call
Transfer Calls

Troubleshoot
Forwarding Status Form
Working with Queues
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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

 

   
   

Incoming Call Handling

When an incoming call is received, the Call Details panel is outlined in red and displays the information about the caller.  If, in the SoftConsole directory, a script file is associated with the incoming caller's number, the script is shown in the right call panel.

  1. To answer the call, use any of the following methods:

    • Press Enter.

    • Click on Answer Call button.

    • From the Actions menu, select Answer Call.

    • Pick up the handset if using a conventional telephone.

    • Double click in the Call Details Panel.

  1. When a call is answered the caller information is shown in green.

    • If a script is showing, to remove it click on the Close Script button or press Enter again.

  2. Start typing the name or number that the caller requires into the SEARCH box (after answering a call the cursor is placed in the box automatically).

  3. If a single match is found, its properties are shown. Click or press F2 for an unsupervised transfer.

    • If the matches status is shown as Busy, the call can be put on hold against the extension number by pressing Ctrl+B. The caller is on hold against the extension for 45 seconds or until the destination extension becomes free. The call returns to the SoftConsole indicating why it has been returned, eg. timeout or that the target extension is now free. You can use Ctrl+R to reattempt the transfer.

  4. If several possible matches are shown, click on the one required and then click or press F2 for an unsupervised transfer.

 

Transfer a call without answering.

If the operator recognizes a calling name or number it is possible to transfer the incoming call without answering it.

  1. Enter the destination extension number in the SEARCH field.

  2. Click or press F2 for an unsupervised transfer.

 

 

 

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